.Configure vSpring24

A campaign is a coordinated series of actions, efforts, or strategies to achieve a specific goal or objective. You can create new campaigns, use preloaded campaign templates, and create segmentations.

• Campaigns: A campaign is a series of planned actions or events to achieve a specific marketing or advertising goal. You can create, configure, and upload a campaign in this section. After creating the campaign, you can build, run, and pause it.
• Campaign Templates: Campaign templates are predefined dialing characteristics and schedules applied to campaigns based on the file name.
• Segmentation: Segmentation allows you to filter the contacts within a campaign into separate sub-campaigns based on data provided in contact fields. You can define the segmentation templates by source and use them against Contact Manager or individual campaign uploads. You can create, view, and filter Segmentation.

For detailed information on campaigns. see the following links:

• Configuring Campaign Management
• Campaign Templates
• Segmentation

The Services feature offers a comprehensive set of tools to facilitate the creation of clients, business units, and call centers within our platform. With preloaded service types and the ability to group them, you can efficiently manage your service offerings to meet the diverse needs of your clients.

• Client: In this scenario, the LiveVox Portal (LVP) is referred to as a client. A client ID is a unique ID given to LVP.
•  Call Centers: A call center is a logical grouping of services for reporting and user-access control. 
• Services: A service is a virtual agent group with predefined attributes, including but not limited to messaging, compliance rules, and termination codes. 
• Managing Service Groups: A service group is a virtual grouping of services used for call routing or reporting. 
• Business Units:  Business units are divisions within an organization.

For detailed information, see the following links:

• Client
• Call Centers
• Services
• Managing Service Groups
• Business Unit

The Agents module offers powerful options for creating agent-specific tasks, enabling efficient task management and assignment within a call center or a business unit.

• Agents: You can create and manage agents.
• Agent Skills: A skill assigns routing priority to certain agents over others or limits routing to specific agents. These skills are assigned to exit points of an interactive voice response (IVR) through the Messages editor and represent the ability of agents to handle customer language, business line, value of account, or other factors.
• Agent Teams: Agent Teams are a method of grouping agents who might report to a common manager or work with similar accounts. 
• Scheduled Callback: The Scheduled Callback (SCB) allows you to view and edit future callbacks scheduled by agents. You can view all the callback records, including those scheduled by agents through the Agent Desktop and those scheduled through the IVR. You can also modify the schedule of the present-day's missed scheduled callback records. Expand below to learn about the options available to search and adjust the scheduled callback records.
• Agent Scheduling: You can create shift calendars and assign agents to specific shifts. You can publish this shift schedule and make it available to the agents and other managers. You can create and manage agent work schedules, mass assign shifts, generate shift assignments and shift reports. Expand the following sections to learn about the available options.
• Quick Responsebook: You can reduce agents' time to respond to chat messages by storing common chat messages as quick responses (predefined responses). Quick responses ensure that agent messages are consistent and adhere to your business standards. A Quick Responsebook is a group of quick response messages.

For detailed information, see the following links:

• Agent Desktop
• Agent Skills
• Managing Scheduled Callbacks
• Managing Agent Teams
• Quick Responsebook

A ticket is a record that contains a customer service request or issue. The ticket application provides the ticketing system to process requests or issues, which helps an agent configure, manage, and view a ticket.

• Tickets: An account is a record representing a logical grouping of tickets that can represent an individual customer and their associated tickets. The Tickets window lets you view, create, modify, delete, export, and import tickets.
• Tickets Config: The Ticketing Config window enables you to define the forms, workflows, views, settings, and displays for tickets.

For detailed information, see the following links:

• Ticket
• Managing Ticketing Configurations​

Contact Manager is a customer relationship management (CRM) database designed specifically for the contact center. You can use Contact Manager to store, organize, strategize, and maintain the contact records of your customers, regardless of channel. Contact Manager allows you to unify contact information from disparate data sources. 

• Contact Views: A contact view is a customized view of a table containing contacts, intended to help you and your agents to easily segment, find, track, prioritize, or manage contacts, without the need for a manual search. 
• DNC: This section covers available tools to manage the Do Not Call lists. Do Not Call lists are your adjustable lists of phone numbers, account numbers, and/or unique account+phone combinations that can restrict contacts. There are two DNC check types, build and dial-time.
• Attempt Supervisor: Attempt Supervisor, formerly known as the Phone Dial Attempt Supervisor (PDAS), enables you to set a limit for the maximum number of contact attempts to an account or a phone number of a customer, as part of the dialing compliance plan.

For detailed information, see the following links:

• Contacts Management
• Contact Views
• Do Not Call (DNC) Tools
• Attempt Supervisor

An account is a record that represents a logical grouping of contacts. The Account section of the Configure tab enables you to manage and configure accounts.

For detailed information, see the following links:

• Account Management
• Accounts M

The LiveVox Voice platform provides a range of features that can be used to manage and optimize voice communications, such as call routing, Automatic Call Distribution (ACD), call recording, and real-time call monitoring. It also supports advanced features such as Interactive Voice Response (IVR), call queuing, and call scripting, which can be used to automate and streamline customer interactions. Managers are provided with the tools they need to monitor and improve the performance of the contact center.

• Phone Numbers: The Phone Numbers editor allows you to view all phone numbers within the LiveVox Portal and easily identify, assign, modify, and disassociate phone numbers from one service to another. The Phone Numbers editor compiles all client-assigned phone numbers (Agent Dial-In numbers, Extensions, Agent Direct Lines, Inbound numbers, Caller ID numbers, and so on) within the tool.
• Phone Numbers: The Phone Numbers editor allows you to view all phone numbers within the LiveVox portal and easily identify, assign, modify, and disassociate phone numbers from one service to another. 
• Profiles: The Profiles editor supports compliance policies for dialing and messaging. 
• Contact Timing: The Contact Timing editor allows you to prioritize or restrict the dialing of accounts within a campaign that falls into the specified windows by Time Zone. 
• Strategy: The Strategy editor allows you to create phone order, next number, outcome attempt logic, and requeue dialing strategies that you can apply to your outbound voice campaigns. 
• CID Package: The CID (Caller ID) Package contains a list of toll-free numbers, and local caller ID numbers, either one of which (depending on geography) is displayed on a call recipient’s caller ID. 
• Block Caller ID: The Block Caller ID editor allows you to create and manage entries to block inbound unwanted callers.

For detailed information, see the following links:

• Phone Numbers Editor
• Profile Editor
• Contact Timing
• Dialing Strategies
• CID Package
• Block Caller ID Editor

The LiveVox Knowledge Base (KB) portal enables your customers and the customers to assist themselves by providing them with the Knowledge Base (KB) portal. The KB portal is an online library of information about your products and services and provides a centralized database for collecting, organizing, retrieving, and sharing information. 

• Config: Enables you to manage KB portals, tags, categories, sections, and questions for KB articles.
• Content Library: Enables you to manage KB articles and associate them with tags, categories, sections, and questions.
• Search: Enables you to preview a KB portal and search for its articles.

For detailed information, see the following links:

• Understanding U-KB
• Working with Knowledgebase

• Messaging: Message settings enable you to view, create, and modify the messages used for communicating with your customers. 
•  Phrases: Phrases are descriptions of the verbiage used along with its corresponding audio file. It is organized into various categories. You must create a phrase before uploading its audio file or generating Text-To-Speech (TTS) files.
• Contact Flow: Contact Flow is a tool in the LiveVox Platform that enables you to define the flow of any type of communication (call, chat, email, SMS, or WhatsApp) between your organization and customers.

For detailed information, see the following links:

• Message Settings
• Call Flow Editor
• Phrases

The Input and Output configuration feature in LiveVox Portal helps you configure the methods and formats to provide data records to LiveVox for dialing as well as to receive results in return.

• SFTP Browser: If previously set up by LiveVox, you can upload campaign files or retrieve the generated reports from the LiveVox FTP site, using the integrated FTP Browser.
• Input: You can create input filters to import data from files into the LiveVox database through field mapping and data transformation.
• Report Writer: The Report Writer allows you to customize reports from the LiveVox Voice Portal as well as map result codes to call outcomes.
• Reporting Outcomes: This section covers the Reporting Outcomes Mapper tool. The Reporting Outcomes Mapper allows you to map, manage, and modify the desired result code associated with dialing outcomes formatted to their specific reporting. 
• Jobs: This section covers the Jobs editor, the tool responsible for viewing your specific automated processes. Many custom automated processes performed by the LiveVox system are defined within the Jobs editor. 

For detailed information, see the following links:

• SFTP Browser
• Input Filter
• Export Format
• Reporting Outcomes Mapper
• Jobs

• Audit Log Viewer: Tracks changes across your platform. In the Search for text box, you can search for specific text in the logs. The logs can be filtered by type from the Search By Type drop-down. 
• User: This section covers the User editor and describes how to create and update new administrative users in the LiveVox Portal (LVP). Users are the administrators of LVP operations responsible for everything from adding queues to list management and adding agents.
• Fields: You can create new custom fields and define the data type for these fields via Field settings. It allows you to easily identify, report, segment, and store the data points. 
• Roles: You can create copies of the default user roles and then modify the permissions and security powers to make new roles in the Roles window.

For detailed information, see the following links:

• Audit Log Viewer
• User
• Field Settings
• Defining Roles and Permissions